Job Description
SUMMARY
The Services Support Representative is responsible for accurately, courteously, and efficiently processing payments, transfers, stop payments, product/account inquiries, histories, concerns, and requests in a financial institution. This includes both inbound and outbound phone calls, web chats, and emails (including Secure Message Center).
RESPONSIBILITIES
• Execute professional customer service techniques and consistently provide the highest level of customer service with a friendly and patient demeanor
• Adhere to Bank and department regulations, policies, and procedures in performing daily assignments and tasks
• Process payments, transfers, stop payments, product/account inquiries, histories, concerns and requests in an accurate, effective and efficient manner
• Offer customers assistance with their Online Banking questions; specifically, sign-up, password reissues, accessing Online Banking and completing transactions within Online Banking
• Assist customers with downloading and navigating the mobile apps and mobile web
• Assist customers signing up for Text Message Banking – and the use of the system
• Keep management informed of customer issues/struggles within these channels to help drive traffic and increase conversion
• Assist branch employees with inquiries regarding all of the online channels
• Assist with testing new designs and navigation for the online channels
• Handle some calls for online banking business customers
• Responsible for submitting and reviewing the website and Online Banking Problem forms
• Communicate with customers via email and Secure Message Center
• Contact customers regarding issues with their online accounts via outbound calling
• Recognize sales opportunities and refer sales leads to Account Sales. The Representative is responsible for performing a quick analysis of the customer's needs based on account activity
• Active participation in ongoing customer service and sales training
QUALIFICATIONS
• At least one year of customer service experience required, preferably supporting online channels
• Strong customer service orientation and experience
• Excellent verbal and written communication skills
• Ability to assess customer needs and respond accordingly
• Ability to professionally and diplomatically handle emotionally charged situations
• Ability to learn organizational retail products/services, regulations, policies and procedures
• Excellent computer, internet, smartphone—including usage of apps—and technical skills required
• Ability to work independently and with a group
• Ability to adapt to a changing environment
• Must have excellent interpersonal skills and a professional demeanor
• Must have strong problem solving skills
• Excellent organizational and time management skills
The Services Support Representative is responsible for accurately, courteously, and efficiently processing payments, transfers, stop payments, product/account inquiries, histories, concerns, and requests in a financial institution. This includes both inbound and outbound phone calls, web chats, and emails (including Secure Message Center).
RESPONSIBILITIES
• Execute professional customer service techniques and consistently provide the highest level of customer service with a friendly and patient demeanor
• Adhere to Bank and department regulations, policies, and procedures in performing daily assignments and tasks
• Process payments, transfers, stop payments, product/account inquiries, histories, concerns and requests in an accurate, effective and efficient manner
• Offer customers assistance with their Online Banking questions; specifically, sign-up, password reissues, accessing Online Banking and completing transactions within Online Banking
• Assist customers with downloading and navigating the mobile apps and mobile web
• Assist customers signing up for Text Message Banking – and the use of the system
• Keep management informed of customer issues/struggles within these channels to help drive traffic and increase conversion
• Assist branch employees with inquiries regarding all of the online channels
• Assist with testing new designs and navigation for the online channels
• Handle some calls for online banking business customers
• Responsible for submitting and reviewing the website and Online Banking Problem forms
• Communicate with customers via email and Secure Message Center
• Contact customers regarding issues with their online accounts via outbound calling
• Recognize sales opportunities and refer sales leads to Account Sales. The Representative is responsible for performing a quick analysis of the customer's needs based on account activity
• Active participation in ongoing customer service and sales training
QUALIFICATIONS
• At least one year of customer service experience required, preferably supporting online channels
• Strong customer service orientation and experience
• Excellent verbal and written communication skills
• Ability to assess customer needs and respond accordingly
• Ability to professionally and diplomatically handle emotionally charged situations
• Ability to learn organizational retail products/services, regulations, policies and procedures
• Excellent computer, internet, smartphone—including usage of apps—and technical skills required
• Ability to work independently and with a group
• Ability to adapt to a changing environment
• Must have excellent interpersonal skills and a professional demeanor
• Must have strong problem solving skills
• Excellent organizational and time management skills
Additional Details
Experience: 0-2 years